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Writing a
complaint letter
If you have decided to make your complaint in writing, this guide may
help you to put this together and plan the details you want to include.
Who can complain: Who to complain to:
The NHS Complaints Regulations state that anyone can Complaints in writing should be ideally addressed to the
complain, either about the treatment they have received person in charge of the organisation. This might be the
personally, but also about the care provided to a friend Chief Executive Officer if it is a large Hospital or Mental
or family member. This is detailed as, Health Trust, or could be a Senior Partner or Practice
Manager if you are unhappy with the care provided by a
“a person who is affected, or is likely GP, Dentist, Optician or Pharmacist. You can also complain
to be affected, by the action, omission or to a Ward Manager, Matron, or to the Complaints
decision of the responsible body which is Department if you would prefer.
the subject of the complaint.” If you are not sure who to complain to, information can
Most organisations will seek consent from you to usually be found by telephoning the organisation or on the
investigate the concerns raised, but also to consult the Trust website. You could also discuss this with an advocate
medical records, as these are confidential. This is who can explain your options clearly.
usually a form sent out through the post for you to sign.
Be aware: An NHS body can request consent
from the patient to investigate and release details to If you are not sure who
the complainant. This is because some of the
information may be very personal and so is covered to complain to, information
under the Data Protection Act. If it is not possible to can usually be found by
provide this, the organisation may not be able to telephoning the organisation
provide a complete response, but should still be or on the Trust website. You
able to investigate issues, and provide a letter which could also discuss this with
answers things generally, and does not provide any
private or specific details about the patient. If you an advocate who can explain
already have this consent, or the patient has died, it your options clearly.
might be a good idea to include this in your
original letter.
Your health. Your voice. www.carersfederation.co.uk/ica
Writing a Complaint letter help guide
PRIVATE AND CONFIDENTIAL
complaint letter Insert your address
The person in charge/ Chief Executive Officer (name if known)
Followed by the name and address of their organisation
GP surgery Dental Surgery Hospital Trust or Primary Care Trust
Date
Dear….
RE: NHS Complaint – Complainant name, Date of Birth
I am writing to complain about the treatment I received at [place where treatment was received] on
[date of incident/period of treatment]. If you are writing on behalf of the patient, add this in here,
Writing and sending the complaint letter Before you send it: and explain the relationship between you and why they cannot complain.
Describe
You might have already thought about the issues you want Read the letter again to make sure that everything you want What happened When Where
to include in your letter. The letter should clearly outline to say is included. Make sure you sign it at the end of the If you have kept a diary, a log sheet or list of events, you can use this to make the body of your letter or you can attach
your complaint and should ask for it to be investigated letter, otherwise this may cause a delay in the organisation this as a separate sheet and refer to this here. Explain what, if anything, you have already done to try to resolve matters.
under the NHS Complaints Procedure. starting their investigation. Keep a copy for you to refer to
Below are some tips for putting your letter together; later – this will be useful for you to compare your response I would like the following points addressed in the response to this complaint.
to. It might also help to keep a copy of all letters sent and
• Make it clear who the complaint is about – use the received, in date order. You could use the log included in Put the most important matters first
full name of the patient, and make sure you insert this guide to help with this. You may wish to send your letter Explain why you are not satisfied
their date of birth, so they can be easily identified. by recorded delivery, so you can be sure that this has been
• Try to keep your letter concise and to the point – received. Be clear and brief
sometimes issues can get lost in a long account Complaints about more than one NHS body Number or bullet your points
which describes what happened in great detail. Ask the questions you would like the answers to and list them in order of importance.
• If your complaint spans many months or needs If you complaint is regarding more than one NHS
a lot of detail, perhaps use a time line, or diary organisation, you can either send separate complaints to As a result of this complaint I would now like
of events to structure your letter, and list your the different organisations, or it you wish you can send all Say what you want to happen, for example:
questions and issues separately. your concerns in one letter. • an explanation of what happened
• Be factual and avoid aggressive language or If you decide to send one letter – Send your letter to one • a change in a process or policy
comments which could be classed as offensive. NHS organisation and ask them to co-operate to provide a • an action to remedy the problem you experienced
• Try to avoid repeating yourself - make your point co-ordinated response with the others involved. They • an apology
and then move on to the next issue. should then communicate with the other bodies concerned
• You could group issues together by theme to with your complaint, investigate and provide a combined
organise your letter – eg. Medication, Cleanliness, response. It is also a good idea to state that you give your I look forward to receiving your acknowledgement of this letter. I would like you to carry out a full investigation
Attitude, Discharge permission or consent for your complaint to be shared with into my concerns and provide a response in accordance with the NHS Complaints Procedure.
• Ask definite questions and for the organisation the other organisations and health professionals. If you Please do not hesitate to contact me if you need further information.
to investigate specific issues or episodes. prefer, you can send a copy of your letter to each NHS
organisation involved asking them to speak to each other
Do not be afraid to say what has upset you, and explain and provide a response together. If you are unsure if this Yours sincerely (if you have named the Complaints Lead)
what you would like to achieve as a result of your option is for you, then speak to an advocate who will be Or, Yours faithfully (if you have started the letter ‘Dear Sir’)
complaint. You can then use this as an opportunity to make able to provide you with more information so you can
suggestions for how they can improve services, request to make your decision.
make changes to organisational policies and processes as Your signature
well as explanations or an apology.
You could also include a contact telephone number in the
letter, so the NHS body can easily contact you if there is Print your name
something that requires explanation or they wish to discuss
your letter at all. It might also be an idea to detail in the
letter if you would like to have a meeting to discuss your If you are sending copies of your letter to other parties, show this here.
complaint before receiving a written response. cc. Other party
Your health. Your voice. www.carersfederation.co.uk/ica
Sample letter
1 The Avenue,
Anytown,
AT1 2AB
Tel: 01234 5678910
Jane Smith
The Complaints Manager
The Old Surgery
2 The Street
Anytown
AT1 2CD
…. Date …..2012
Dear Jane Smith
RE: NHS Complaint – Mrs A Smith, DOB 19 May 1963
I am writing to complain about the way I have been treated by Dr Jones at the Old Surgery. I was seen by Dr Jones
three times, on 26th April, 31st May and 13th December. He did not examine me or do any tests. I feel that he did not take
my symptoms seriously and said my problem was due to stress and that I should take things easy. I was feeling so unwell
and found his attitude upsetting as he did not seem to take me seriously. I was worried so I made an appointment to see
another doctor in the practice. I do not know his name but it will be in my notes. This doctor examined me on 8th January
and arranged for tests. These showed that I was diabetic. I was prescribed medication and a special diet and I am now
feeling much better. During the period from April 2008 to January 2009, however, I suffered with several infections,
sleepless nights and I was very distressed. I have tried to raise my concerns with Dr Jones but he would not listen.
I would like the following points addressed in response to this complaint.
1. Is my medical condition poorer as a result of my diabetes not being detected and diagnosed by
Dr Jones on previous appointments?
2. Why did Dr Jones not order any tests?
Along with answers to my questions, I would now like:
- Dr Jones’ attitude to patients to be reviewed
- Dr Jones to explain why he did not listen to me or examine me
- An apology from him for the unnecessary stress and poor health I suffered because of his inadequate care
- To know what arrangements the practice has for reviewing the listening skills of the doctors.
I have had very good care from the practice in the past, in particular from Dr Allen until he retired. I was then moved
to Dr Jones. I would like to regain confidence in the care provided by the practice. I would like you to carry out a full
investigation into my concerns in accordance with the NHS Complaints Regulations.
Yours sincerely
Mrs A Smith
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